Apex Systems, a World-Class Technology Solutions Provider, is seeking applicants for the below position on behalf of our client. Please apply if interested and qualified. Please note that only qualified candidates will be contacted.
Position: Voice Engineer/Functional Designer
Location: Onsite in Miami FL OR Palm Beach FL
Duration: Long Term Contract
Rate Range: $65 per hour
Position Overview:
Client is replacing their contact center platform and moving to AWS Connect
Their goal is to get 90% of inquiries handled by IVR Agent Assist and/or Chat Bot
They are looking for a Functional Design lead to help build out customer journeys and workflows using VoiceFlow
Requirements:
- IVR/Telephony/Contact Center platform experience
- Experience designing callflows
- Understanding of customer intent, routing from IVR to chatbots/agents, omnichannel/agent assist
Preferred Experience:
Day to Day Responsibilities/typical day look like:
Customer Journey Mapping
- Develop detailed customer journey maps to identify key touchpoints and pain points.
- Design seamless workflows that enhance the customer experience from start to finish.
Workflow Design and Optimization
- Create and optimize workflows for various customer interactions, such as bill payments and outage reports.
- Ensure workflows are intuitive and reduce the need for agent intervention.
IVR and Chatbot Integration
- Design IVR menus and chatbot interactions that align with customer needs.
- Implement routing logic to transition customers smoothly from IVR to chatbots or agents as needed.
Customer Intent Analysis
- Analyze customer interactions to understand their intent and improve workflow efficiency.
- Use insights to refine workflows and ensure they meet customer expectations.
Omnichannel Experience Design
- Design workflows that provide a consistent experience across all communication channels.
- Integrate phone, chat, and email support to create a unified customer journey.
Performance Monitoring and Feedback
- Monitor the performance of workflows and customer journeys.
- Collect and analyze feedback to identify areas for improvement.
Collaboration with Cross-Functional Teams
- Work closely with teams such as IT, customer service, and UX design to align on workflow and journey design.
- Ensure all stakeholders are informed and involved in the design process.
Continuous Improvement
- Stay updated with the latest trends in customer journey design and workflow optimization.
- Implement best practices to continuously enhance the customer experience.
Training and Support
- Train staff on new workflows and customer journey designs.
- Provide ongoing support to ensure smooth implementation and adoption
